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Hello,
I have a similar issue to this one, where the Time to Respond SLA is configured to stop on "Comment: For Customers" but sometimes it does not stop but most of the time it does stop.
I am the assignee and a customer is the Reporter. Also, other customers and coworkers are the Request Participants.
When I comment "Share with Customer" it is not stopping the Time to First Response timer.
Any ideas what other JIRA "subtleties" may be causing this?
Thanks!
Alex
Hi Alex,
Is the ticket shared with an Organization that you are in? It makes JIRA consider a customer comment, and the SLA will not stop. Removing your user from the organization should do the trick in this case.
Glauco Guimarães
Thank you Glauco,
I don't believe this is my issue but I have deleted my "customer" account, which used a different personal email, to make sure I am not in any customer organizations.
I will report back if this helped.
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